Air passengers all over the world are facing a second day of chaos following a global IT outage on Friday. As families prepared to embark on summer vacations at the end of the school year, more than 300 flights to and from the UK were cancelled, with additional delays and reports of lost baggage. Unfortunately, due to the extraordinary nature of the IT outage, compensation for flight delays or cancellations is not applicable.
According to travel journalist Simon Calder, affected passengers may not automatically receive priority on the next available flight. He explains, “The airline typically gives priority to those already booked on the flights that are still operating, leaving the remaining passengers to scramble for the few remaining seats. And this weekend, there are not many of those to go around.” However, Mr. Calder assures passengers that the rules regarding their rights in such situations are clear. He adds, “I have received reports from individuals around the world being given conflicting instructions by various companies, including being told to simply wait for three days until the next available flight. This is simply not accurate. Under air passenger rights within Europe, the airline is responsible for getting you to your destination as soon as possible. If that means purchasing a seat on a competing airline, then that is what they must do, regardless of the cost.”
Unfortunately, the global nature of the IT outage may make it difficult for airlines to comply with these rules. Mr. Calder notes that package holiday companies offer more protection to travelers than those who plan their own trips. He explains, “If you are on a package holiday, you have rock-solid consumer protection. The airline is obligated to get you to your destination as soon as possible. If they have cancelled your trip, there are still plenty of holiday options available, and you should be able to book with a different provider for the same destination. Speaking to a reputable travel agent is recommended in these situations.”
In the event that a package holiday is cut short due to the IT outage, resulting in travelers missing a day or two of their trip, Mr. Calder advises that they are entitled to a partial refund. “If you were expecting to be in Benidorm, but ended up in Birmingham due to the cancellation, you should receive a refund for the portion of your holiday that was affected,” he explains.
For rail passengers, most trains are still running across the country, although there have been some last-minute changes and cancellations. In the event of a delay, refunds and compensation are available. Most operators will issue compensation for a 15-minute delay, while others require a 30-minute delay. In cases where a journey is cancelled, passengers are entitled to a full refund. Claims must be submitted within 28 days, and the journey ticket must be kept as proof of purchase.
At the Port of Dover, officials are currently dealing with a high number of displaced airport passengers. The processing time, which was previously 60 minutes, has now decreased to 30 minutes. The authorities advise customers to have a booking for the crossing before arriving and to have all necessary documents ready for a prompt and efficient processing time through border controls and check-in. Additionally, they remind customers that alcohol charges will not be covered by the authorities and should not be included on any itemized receipts when seeking reimbursement.
Overall, the global IT outage has caused significant disruption for travelers, and it is important for those affected to understand their rights and seek proper compensation. While the situation continues to be monitored, officials and experts urge travelers to remain patient and take necessary precautions to ensure smooth travel in the future.
